Job Summary: 

• Support Poly customers & partners to resolve technical issues on Poly VoIP conferencing products
• Gather phone and SIP server log files and configuration data for analysis to determine the root cause of problems and create solutions.
• Guide customers on how to obtain and analyze network captures.
• Replicate reported issues in the lab, testing for workarounds and/or resolution.
• Maintain accurate documentation of all actions required to resolve issues in the support database.
• Provide written problem analysis on cases escalated to R&D for resolution. 
• Act as liaison between Customer and Engineering, Product Marketing, and Sales departments, providing status updates and action plans
• Create technical documentation describing reported issues workarounds and solutions for the Polycom knowledge base.

Skills on Resume: 

• Technical Support (Soft Skills)
• Troubleshooting (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Documentation Management (Hard Skills)
• Communication (Soft Skills)
• Testing (Hard Skills)
• Liaison Coordination (Soft Skills)
• Technical Writing (Hard Skills)

Job Summary: 

• Serves as the highest escalation point within the Network Operations Center (NOC) for highly technically complex or sensitive issues and complete Root Cause Analysis.
• Conducts analysis through resolution for support issues in breadth and depth of topics such as servers, virtualization, laptop/desktops, networking/connectivity, data integrity, system accessibility, and cyber security
• Works issues through to completion with minimal supervision
• Dispatches for outages or onsite needs as appropriate (in communication with the IT Services Manager)
• Works Tier 1 - 3 issues and reviews existing infrastructure
• Provides technical and professional mentorship to the NOC team
• Critical Incident technical owner 
• Perform OS upgrades and replacement switches
• Perform site visits to Clients for fieldwork
• Works with Support Center management to ensure that Arctic IT is fully meeting service obligations and promptly identifies any obstacles or suggested enhancements in service delivery
• Assist with best practices, internal documentation, and processes

Skills on Resume: 

• Escalation Management (Soft Skills)
• Root Cause Analysis (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Self-Management (Soft Skills)
• Mentorship (Soft Skills)
• Incident Management (Hard Skills)
• Hardware Upgrades (Hard Skills)
• Process Improvement (Soft Skills)

Job Summary: 

• Actively engaged in onboarding projects to onboard new managed services clients
• Oversees/Deploys agents, AV, leveraging other resources
• Develops/updates/files critical Client documentation and information
• Facilitates communication with the AC team on progress and completion
• Coordinates with the Security Operations Manager for security onboarding tasks
• Participates in ArcticCare Health Assessments to gather technical information for prospective Clients
• Deploys managed services agents on servers/workstations for telemetry gathering
• Provides guidance and training to System Administrators on completing Health Assessments
• Supports Account Managers and Technical Account Engineer by providing information as required for Client Business Reviews Meetings
• Provides leadership on Client specific tools support and escalates issues to Internal IT that could be platform related and provides support as required through resolution

Skills on Resume: 

• Onboarding (Hard Skills)
• Deployment (Hard Skills)
• Documentation Management (Hard Skills)
• Communication (Soft Skills)
• Security Coordination (Hard Skills)
• Technical Assessment (Hard Skills)
• Training and Guidance (Soft Skills)
• Leadership (Soft Skills)

Job Summary: 

• Deliver professional solutions for the support team in connection with the products and appliances sold by the company
• Understanding customer needs, identifying and resolving software errors
• Communicating with the Support team and customers in written and spoken English
• Cooperating with the Development teams on a daily basis
• Provide on-call assistance for Support teams
• Configuring and administering firewall and Unified Threat Management (UTM) Systems
• Provide IBM clients with security architecture recommendations and assist with planning and implementation of long-term projects
• Develop and write recommendations for departmental policies, procedures, technical standards and guidelines

Skills on Resume: 

• Solution Delivery (Hard Skills)
• Customer Needs Analysis (Soft Skills)
• Communication (Soft Skills)
• Team Collaboration (Soft Skills)
• On-Call Support (Hard Skills)
• UTM Configuration (Hard Skills)
• Security Architecture (Hard Skills)
• Policy Writing (Hard Skills)

Job Summary: 

• Troubleshoot complex customer issues, by running in-depth investigations, to get to the bottom of things.
• Develop a working solution based on the root cause you discover, or escalate to R&D teams
• Act as the technical focal point for coordinating with the R&D teams that are helping resolve the customer issue
• Work closely with the Engineering and Product teams (and others), as part of handling the most intricate customer issues, and maneuvering towards the most suitable solutions. 
• Strive to get to the last mile, and minimize further escalations as much as possible.
• Share the knowledge, by being a mentor and point of advice for Frontline Support and other internal teams, and work on keeping KB up to date, including creating new articles.
• Develop and write infrastructure system documentation standards for deployment and ongoing maintenance
• Generates findings, assessments, and recommendations for the Sales team

Skills on Resume: 

• Troubleshooting (Hard Skills)
• Problem-Solving (Soft Skills)
• Communication (Soft Skills)
• Collaboration (Soft Skills)
• Technical Expertise (Hard Skills)
• Mentoring (Soft Skills)
• Documentation Writing (Hard Skills)
• Analytical Thinking (Soft Skills)